Technical Analyst - Operations IT

At OPENLANE we make wholesale easy so our customers can be more successful.
We’re a technology company
building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.
We’re a data company
helping customers buy and sell smarter with clear, actionable insights they can understand and use.
And we’re an innovation company
accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.
We seek to understand and improve our customers’ experience.
Smart Risk-Taking.
We transform risk into progress through data, experience, and intuition.
Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
Immediately vested 401K (US) or RRSP (Canada) with company match
Paid Vacation, Personal, and Sick Time
Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
Robust Employee Assistance Program
Employer paid Leap into Service Day to volunteer
Tuition Reimbursement for eligible programs
We are seeking a Support Analyst with experience in technical troubleshooting, customer service, and first-level IT support. You will be part of a customer service driven, fast-paced, high-volume service desk team responsible for supporting OPENLANE customers with technical issues related to custom applications, hardware, and software. You will be involved in responding to support requests via email and phone, diagnosing root causes, and ensuring timely resolution through proper escalation procedures. In this role, you will have the opportunity to use your experience in problem solving, communication, and systems knowledge to improve the employee support experience and drive operational excellence. The ideal candidate will have at least 1 year of experience providing customer support or technical assistance, preferably within a service desk or call center environment.
Customer-focused. You prioritize providing excellent service and clear communication in every interaction.
You document issues thoroughly and maintain accurate records within the ticketing system.
You work closely with colleagues and higher-tier support to resolve issues efficiently.
You can juggle multiple tasks at once, triage your time well, and ask for help when needed
Work overtime as needed.
Location: Onsite in Carmel, IN HQ office or Remote
Provide first-level support for technical issues via email and phone, focusing on achieving 85% first contact resolution.
Respond accurately and efficiently to customer incidents and service requests.
Differentiate between application, hardware, and network issues to direct cases appropriately.
Achieving a Customer Satisfaction Survey score of 4.5 or above through excellent service delivery.
Document all support activities clearly and consistently within the ServiceNow ticketing system.
Troubleshoot issues involving Windows Operating Systems, Google Workspace, and Microsoft applications.
Identify opportunities to automate or simplify recurring issues, enhancing customer self-service capabilities.
Share ideas for process improvement and collaborate with the team to implement long-term solutions.
Work scheduled shifts between 7:00 AM and 8:00 PM (Monday–Friday) and overtime as needed.
Reporting to the Service Desk Manager, this role collaborates closely with other analysts, technical specialists, and escalation teams.
Minimum of 1 year of experience providing customer or technical support (preferably in a ticket-based environment).
Working knowledge of Windows Operating Systems, Google Workspace, and Microsoft Office Suite.
Ability to differentiate application, hardware, and network issues for efficient troubleshooting.
Familiarity with Windows Registry, ini files, and Control Panel settings.
Experience with TCP/IP, LAN/WAN, Active Directory, network printers, and A/V systems.
Experience using ServiceNow or other ticket management systems.
Strong verbal and written communication skills, including professional telephone etiquette.
Ability to work required support hours with flexibility for overtime.
Mac, Apple IOS, and Android proficiency.
Fluency in French (spoken and written) to support customers in Canada.
Working toward a technical certification or a 2-year degree in Computer Science, Information Systems, or related field.
Knowledge of wireless technology and network configuration.
Hourly: $20.00 - $22.00 USD